Support Center Manager

4 days ago

Burnsville, United States Ames Construction Full time

Ames Construction has built America for more than 60 years, and the exceptional people who make up our team are a vital factor in our success. We are a full-service, heavy civil and industrial general contractor that brings innovative solutions to many market segments, from highway and bridge construction to mining and rail. Ames is a family-owned company that retains its entrepreneurial spirit while offering the experience and stability of a proven construction industry leader. Equipped with our core values of People, Team, Our Bond, Persistence, and Vision, we make communities across the U.S. safer, keep supply chains moving, and lay the groundwork for a sustainable future. By joining Ames, you will be working with talented colleagues at an award-winning, nationally recognized top 75 general contractor.

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The Support Center Manager oversees the daily operations of the support center, including helpdesk management, service level tracking, and team leadership. This role is responsible for ensuring high-quality support service, meeting defined service level agreements (SLAs), and fostering a customer-focused culture within the support team. The ideal candidate will demonstrate strong leadership, operational skills, and a commitment to continuous improvement in service delivery.

Essential Functions

* Helpdesk Management:

Lead and manage helpdesk operations, including ticket handling, escalations, and incident response, ensuring timely and effective resolution of support requests.


* Service Level Tracking:

Monitor and enforce service level agreements (SLAs) and key performance indicators (KPIs) to ensure that all support activities meet or exceed established benchmarks. Regularly review performance data and report on metrics to identify areas for improvement.


* Customer Service Focus:

Cultivate a service-oriented culture within the support team by promoting customer-focused values, professionalism, and empathy in all client interactions.


* Team Leadership and Development:

Oversee recruitment, training, and professional development for support staff, building a skilled and motivated team. Conduct regular performance evaluations, provide coaching, and implement strategies for continuous team improvement.


* Process Improvement:

Identify and implement process improvements in support workflows, ticketing systems, and client communication. Collaborate with other departments to streamline processes and enhance service delivery.


* Documentation and Knowledge Management:

Ensure thorough documentation of support procedures, troubleshooting guides, and knowledge articles. Promote a knowledge-sharing culture to empower team members and improve response times.


* Stakeholder Communication:

Act as the main point of contact for support escalations and major incidents, communicating effectively with stakeholders, providing updates, and coordinating resolutions.


* Continuous Improvement:

Stay informed on industry trends, support tools, and best practices. Regularly assess support operations to identify and implement improvements in efficiency and service quality.



Qualifications

Education:

Bachelor's degree in Information Technology, Business Administration, or equivalent experience in a support management role.

Experience:

Proven experience in a helpdesk or support center management role, with a demonstrated ability to manage team performance, track SLAs, and enhance customer satisfaction.

Technical Skills:

* Proficiency with support ticketing systems (e.g., Freshservice, ServiceNow, Zendesk, or similar platforms).


* Familiarity with ITIL or other support frameworks is preferred.


* Strong understanding of SLA/KPI tracking, reporting, and analysis.


* Basic knowledge of IT systems, networks, and troubleshooting methodologies.



Soft Skills:

Excellent leadership, communication, and interpersonal skills. Strong problem-solving abilities with a customer-centric approach to service. Ability to work collaboratively and build relationships with stakeholders at all levels.

Working Conditions

* Location - This position will work in office at Burnsville, MN corporate office.


* Office environment - extensive sitting at desk and computer; some standing, bending at the waist, stooping and reaching required; ability to lift 5-20 pounds occasionally


* Schedule: M-F, 8am -5pm



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Ames Construction is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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